\n \n Major Responsibilities\n \n
\n\n Product and user support\n
\n\n Acquire deep knowledge of the supported products, including their integrations with each other and\n
\n\n with other firm and network systems\n
\n\n Analyze and resolve issues raised by users through ServiceNow tickets and other channels, adhering to\n
\n\n established response standards for timeliness and quality\n
\n\n Validate data supplied by users and upload to systems using established processes\n
\n\n Coordinate support activities with specialists on other teams\n
\n\n Identify and report support trends to team managers\n
\n\n Project support (20%)\n
\n\n With guidance, support the testing and documentation of product features with ETA and other teams\n
\n\n \n Work Experience\n \n
\n\n Relevant customer/client service experience in a technology-focused role, preferably in a professional\n
\n\n services organization supporting enterprise-level systems\n
\n\n Experience with IT service management tools such as ServiceNow desirable\n
\n\n Understanding of document management and workflow systems, such as Sharepoint Online (SPO)\n
\n\n desirable\n
\n\n Ability to identify patterns or trends in issues and escalate for analysis\n
\n\n Proficiency in Google Suite or MS Office Suite\n
\n\n Experience with data visualization tools such as Alteryx or Power BI desirable\n
\n\n Familiarity with ITIL processes desirable\n
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